[Resolved] Kent RO — Water leaking from kent ro, 2 weeks no resolution

milindb

Address:	412404
Website:	www.consumercomplaints.in/new_complaint

Complaint no. [protected] dated 14 aug is not yet resolved. Multiple times called helpdesk, they also connected to area manager and there was commitment from area manager to resolve the issue in 2 days but now they are avoiding to come saying that the machine is in warranty and ro filter has leak. Javed one of the support person came and saw the issue and went back saying ro issue and it is in warranty so need to wait. After multiple follow-up i realize the complaint was cancelled as it was overdue sla.
Last month also i raised complaint the person came after 2 weeks and told ro issue but he do not have spare parts so did something and said wait for 1 week it will automatically resolved he has done some setting change.

Need permanent resolution machine is in warranty and kent is avoiding faulty ro spare from last 2 months.

Registered mobile no. Is [protected].

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May 16, 2017

Complaint marked as Resolved

Kent RO customer support has been notified about the posted complaint.

Verified Support

Aug 22, 2016

Kent RO Customer Care's response Dear Sir,

we deeply regret the inconvenience caused. We have shared the same with our concerned department. Someone will contact you shortly.

Warm Regards,
Team Kent

Aug 23, 2016

Updated by milindb Got phone from Kent Office, they listen to all my details and apologies for the delay and told they will assign Sr technician. The reason for closing the complaint was that my phone was reachable which is completely wrong I guess to meet SLA they have closed the complaint. I have missed call alert facility activated on my phone :)
I have been daily chasing following people :
1). 17 Aug : service person - Javed -[protected] - he told the machine is in warrenty and RO needs to be changed, for warranty cases someone else will come and replace.
2). 20, 21, 22 Aug : Bablu - [protected] - he clearly told me he will come when he is free do not call again
3). 18, 19, 20, 22 Aug : area manager : Shailendra singh - [protected]
4). 22 Aug : Dealer for my area : Rahul Sing [protected]

I requested for Nodal officer mail id but she confirmed that she will resolve the complaint ASAP.

I got sms :
at 11:26 am today that Mr Ishtiyak - [protected] will contact you.
at 12:43 got another SMS that Mr DK Singh - [protected] will contact you.
at 02:30 pm D K Singh called and informed that he will come and attend complaint after 2-3 days.

I am completely frustrated now need solution for my problem. I went with the best brand in market as my parents have medical issues and I wanted to have best water purifier but service team of Kent has made sure to create more trouble for us by not resolving complaint from last 2 months. SLA to resolve complaint is 12 to 24 hrs.

Can you please provide nodal officer mail id, it seems only solution to resolve the complaint.

Aug 25, 2016

Updated by milindb Finally on 24 Aug 3:30 pm Kent service person has come and replaced leaking RO filter but due to leakage the led was gone which shows water level. The Service person did not replace the LED .

Issue partially resolved atleast I am getting purified water but if the service person would have fix the LED issue would have been complete solution.It would have taken few mins to fix the LED issue.

Verified Support

Aug 26, 2016

Kent RO Customer Care's response Dear Mr.Bandwani,

your complaint is under process. Kindly cooperate with us. We will revert shortly.

Warm Regards,
Team Kent

Aug 29, 2016

Updated by milindb Team,

I would like to inform you that RO which is replaced is not working, I have tested the water c0ming from filter had TDS 230 ideally it should be between 40 to 70 TDS.

I had call Rahul Sing mob [protected] on 27 Aug 8:57 am and he agreed that there could be issue with RO and he will send someone to FIX RO & LED issue by Saturday 3 Sep.

Kent team please see the trail it is really frustrating the customer service we are getting from brand like KENT. No issues with the product it is really excellent RO product and that is the reason I am chasing you to get it fix.
Please chase the area manager and get my issue fixes ASAP. Also the service person need to show the TDS of water coming from Filter is between 40 to 70. they carry a device which shows the correct TDS, it was set to 50 at the time of installation.

Sep 06, 2016

Updated by milindb Team,

I had call Rahul Sing mob [protected] on 03 Sep 11:26 am and he confirmed some one will visit today or tomorrow. No one called from Kent service team.

call Rahul Sing mob [protected] on 06 Sep 12:57 pm and he confirmed some one will visit tomorrow.

This is not acceptable, check the timeframe and no. of commitment given to solve the request.

Please share the Nodal officer details. My issue only Nodal officer can resolve.